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Customer Service Help Desk

Location:
Spring, Texas, 77373, United States
Posted:
May 20, 2017

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SYSTEM ADMINISTRATOR / ANALYST / HELP DESK TECHNICIAN

PROFILE

Certified Systems Administrator with more than 12 years professional experience in secure and unsecure Component and (CWE) environments, supporting LAN/WAN platforms, software/hardware installation, maintenance, and troubleshooting, remote access, server and helpdesk, data management, and providing Tier I and Tier II component support.

Education

ITT Technical Institute.- Network+ Administrator, (AA), 09/2013 - Present

Microsoft Windows 2000 Administration Certified 10/2006

Microsoft Support Technician: Level I&II - Know logy Training Center, Northern Virginia, 5/2005

2003 Windows Server Certificate, 04/2004

Certified Component Mission Administrator (CMA), 04/2004,

InfoSec Certification For System Administrators (ICSA), 04/2004

A+ Certified Computer Technician - Northern Virginia Community College Certificate, 2/2002.

Computer Skills

Lotus Notes, Outlook, MS Office Suite, Common Work Environment (CWE), and Component Mission Administrator(CMA)

Microsoft 2003 & 2008 Server Maintenance, Citrix, SRS Remedy, SharePoint, Windows NT XP, 2003 and 2007, LAN/WAN, (CWE) Environments, Close Support for Mac Team + Recap Teams in Clocs & Pyramid Programs, Ghost Imagery Jwics & Siprnet, Janus Systems Programs, Providing User’s with Remote Assistance, Microsoft Outlook 2003 & 2007 as a Systems Administrator Using Active Directory, -Experience with Microsoft Windows Server 2003, Server 2008, Server2013 R2, and MS-office suite, Office 365, Win10 OS, (Word, Power Point and Excel) Checkpoint Full Disk Encryption, Endpoint Security, SCCM Management, Deployment Technician, Break Fix Support

CORE COMPETENCIES

(CWE), WAN/LAN Administration, Network Administration, & Customer Service, Service Now and BMC Remedy Incident Management System. Help Desk Management, Asset Management, Database Administration, Secure & Non-secure Environment Access Control, Remote Access, Hardware, Software, Peripheral Equipment Acquisitions, Maintenance, & Repair, Tier I & Tier II Support on both P.C. and Mac Platforms, Lotus Notes, Microsoft Office & Word, Outlook 2007, Common Work Environment Component Mission Administrator, DTO, Microsoft 2003 & 2008 2012R2, Server Maintenance, Citrix, SRS Remedy, ESMT, EARRS,Windows, NT, XP, 2003 and 2008, SharePoint Administrator,

Win10, LAN/WAN, (CWE) Environments, Close Support For Mac Team & Service Now and BMC Remedy Incident Management System, Microsoft Lync.

Recap/ Refresh Teams in Clocs,& Pyramid Programs, Ghost Imagery For JWICS & SIPRNET, Janus Systems ) Checkpoint Full Disk Encryption, Endpoint Security

Programs, Providing User’s with Remote Assistance, Microsoft Outlook 2003 & 2007 as a Systems Administrator Using Active Directory,SCCM Management, Experience with Microsoft operating systems (Windows Server 2003, Server 2008, XP, and 7) and MS-office suite 365 (Word, Power Point and Excel, Lotus Notes migration to Outlook email. Service Now and BMC Remedy Incident Management System.

PROFESSIONAL EXPERIENCE

Amazon Inc., Houston, TX – 01/05/2017 – 03/05/2017

Packaging sorter/Delivery Assistant

To sort packages for specific routes for delivery

UPS, Houston,TX -11/20/2016 – 12/30/2016

Packaging sorter/Delivery Assistant

To sort packages for specific routes for delivery

PCS-CTS / ATTERO, Houston, TX – 7/20/2016-9/20/2016

APPLE Computer Repair Technician

• Reviews customer computer complaints to determine equipment problems

• Disassembles machines to examine parts for wear or defects

• Analyzes equipment performance and accesses equipment functioning

• Installs and configures new equipment, including operating software or peripheral equipment as required

ASK Staffing/AON Hewitt Corporation, The Woodlands, TX – 12/7/2015-02/1/2016

Technical Associate

PC/Laptop setups; Basic PC/laptop and peripheral repairs, Refresh of loaner laptops; Inventory/part processes; Colleague move/termination processes; Remedy support ticket processes; Basic printer troubleshooting, Basic software installation processes; Active Directory; SCCM Management, and additional tasks and research as assigned by the team Service Now and BMC Remedy Incident Management System, Break Fix Support, Microsoft Lync, Office 365, Win10 OS, Erp, Sap, Oracle, Financial applications

AECOM /URS Infrastructure Services, Chantilly, VA – 11/24/2014 – 05/22/2015

Support Technician.

• Responsible for being the primary contact for 250 end-users in all systems, network, and hardware and software maintenance and activities.

• Provided Tier 1 support to resolve Enhanced Authentication and Single Sign-On (EA/SSO - Cyber Safe) related issues and when necessary, as well as escalated issues to the Agency Help Desk, Service Now and BMC Remedy Incident Management System. Break Fix Support

Desk for Software and Hardware related issues.

• Resolved customer service requests on an as needed basis.

• Recorded and updated trouble tickets to effectively track status of help desk activities.

• Monitored troubleshooting process from creation through closure and created progress reports utilizing Service Now and BMC Remedy Incident Management System. Coordinated user accounts and access requests through AAD, including access to, NT domains, Lotus Notes Databases, the Mainframe and associated groups.

Techno Soft Corp\ Unisys Corp, Herndon, VA - 07/15/2014 – 11/01/2014 (Temp Service)

Customer Engineer

Microsoft Windows networking and Microsoft Windows Desktop operating systems (XP/Vista/7) support. Provided Tier Level 1 and Tier Level 2 help desk to end users through Service Now and BMC Remedy Incident Management System. Monitors cyber security, including performing system scans, interpreting results, and supporting remediation activities such as MS systems migrations (XP/Vista/7) for student labs, laptops for VIP’s and regular desktop units for various units. Create/delete user accounts using Active Directory, SCCM Management, Remote access to user’s workstations for tier II trouble shooting. Checkpoint Full Disk Encryption, Endpoint Security, Break Fix Support, Microsoft Lync.

ABBTECH Professional Resource, Staffing, Sterling, VA - 04/15/2014 – 06/15/2014

Help Desk Technician

To provide Microsoft Windows Networks and Microsoft Windows Desktop Operating Systems (XP/Vista/7). Provide Tier Level 1 and Tier Level 2 help desk support to end users using Service Now and BMC Remedy Incident Management System, SCCM Management, Monitors cyber security, including performing system scans, interpreting results, and supporting remediation activities such as MS systems migrations (XP/Vista/7) for student labs, laptops for VIP’s and regular desktop units for various units, Break Fix Support., Microsoft Lync.

Howard Hughes Institute -Ashburn, VA -10/20/2013 – 11/10/2013 (Temp Service)

Desktop Support Helpdesk

• Responsible for being the primary contact for 250 end-users in all systems, network, and hardware and software maintenance and activities.

• Provided Tier 1 support to resolve Enhanced Authentication and Single Sign-On (EA/SSO - Cyber Safe) related issues and when necessary, as well as escalated issues to the Agency Help Desk, Service Now and BMC Remedy Incident Management System. Break Fix Support

Desk for Software and Hardware related issues.

• Resolved customer service requests on an as needed basis.

• Recorded and updated trouble tickets to effectively track status of help desk activities.

• Monitored troubleshooting process from creation through closure and created progress reports utilizing Service Now and BMC Remedy Incident Management System. Coordinated user accounts and access requests through AAD, including access to, NT domains, Lotus Notes Databases, the Mainframe and associated groups.

CACI International, Fairfax, VA – 08/2012-10/2013

Systems Analyst

Windows System Administrator providing Tier Level I and Tier Level II hardware and software support for more than 1500 users.

Supports 8 servers in Windows 2008, VMware, and end-user community on LAN/WAN, hardware, software, and network administration. Tape backups, error logs, DTO on all networks

Rebuilds customer equipment as needed and orders for new equipment based on Customer’s requests through Service Now and BMC Remedy Incident Management System.

Experience with Microsoft operating systems (Windows Server 2003, Server 2008, XP, and 7), SCCM Management, and MS-office suite (Word, Power Point and Excel. Break Fix Support

Provide support to the software development lifecycle through requirements gathering/documentation, software design, software testing and end-user documentation including online or hard copy documentation. Perform software testing as necessary, and document testing results in the software testing plans. Work with end users, developers and other parties to support software products throughout the product’s lifecycle.

ManTech International, Arlington, VA, 4/15/2009-7/30/2012

Systems Administrator

Supports 8 servers in Windows 2008, VMware, and end-user community on LAN/WAN, hardware, software, and network administration.

Red and blue team testing services which are escalated to Tier III upon diagnosis.

Installs and upgrades on all peripheral equipment Plotters, Digital Senders, laptops on AIN (commercial network) and stand-alone equipment, VTCs & SVTC, Conferences, Tandberg &Polycom hardware.

Assists users in: helpdesk support Windows System Administrator providing Tier Level I and Tier Level II hardware and software support for more than 1500 users.

Provide support to the software development lifecycle through requirements gathering/documentation using Service Now and BMC Remedy Incident Management System SCCM Management, Software design, software testing and end-user documentation including online or hardcopy documentation Perform software testing as necessary, and document testing results in the software testing plans. Work with end users, developers and other parties to support software products throughout the product’s lifecycle, password recovery, locking and unlocking accounts, for both secure and unsecure platforms, DTO on all networks.

Rebuilds customer equipment as needed and orders new equipment based on requests.

Utilizes Oracle, Lotus Notes, Windows 2008, JWIC, SRS Remedy, Citrix, Outlook, Microsoft Office on Word and P.C. platforms, SharePoint Administrator.

Experience with Microsoft operating systems (Windows Server 2003, Server 2008, XP, and 7) and MS-office suite (Word, Power Point and Excel. Break Fix Support

BAE Systems, George Bush Center, McLean, VA - 04/15/2005-09/15/2008

System Analyst & System Administrator

Work with end users, developers and other parties to support software products throughout the Systems Analyst and Windows System Administrator providing Tier Level I and Tier Level II support on LAN/WAN platforms, network administration, and upgrading and repairing hardware and software for more than 2500 users.

Maintains 8 Servers in Windows 2003 and 2008 environments, SCCM Management.

Installs all peripheral and stand-alone equipment including VMware.

Analyzes software and hardware problems and creates acquisitions and custom orders for clients.

Transfers, creates, and maintains user accounts using Service Now and BMC Remedy Incident Management System.

Installs programs and software.

Tests system and performs system maintenance, troubleshooting, and repair.

Utilizes: Oracle, Lotus Notes, SharePoint, Windows 2003 & 2008, JWIC, SRS Remedy, Citrix, Outlook, and Microsoft Office on Word and PC platforms.

Provide support to the software development lifecycle through requirements gathering/documentation, software design, software testing and end-user documentation including online or hardcopy documentation. Perform software testing as necessary, and document testing results in the software testing plans, product’s lifecycle.

Perot Systems Government Services, Reston, VA - 03/2004-03/2005

LAN Support Specialist & Desktop Consultant

Responsible for being the primary contact for 250 end-users in all systems, network, and hardware and software maintenance and activities.

Provided Tier 1 support to resolve Enhanced Authentication and Single Sign-On (EA/SSO - Cyber Safe) related issues and when necessary, as well as escalated issues to the Agency Help Desk, Service Now and BMC Remedy Incident Management System. Break Fix Support

Desk for Software and Hardware related issues.

Resolved customer service requests on an as needed basis.

Recorded and updated trouble tickets to effectively track status of help desk activities.

Monitored troubleshooting process from creation through closure and created progress reports utilizing Service Now and BMC Remedy Incident Management System. Coordinated user accounts and access requests through AAD, including access to, NT domains, Lotus Notes Databases, the Mainframe and associated groups.

Lockheed Martin, McLean, VA, George Bush Center - 04/2002-02/2004

P.C. Repair Specialist (Promotion from Bench Tester)

Lead P.C. repair specialist responsible for preventive and on-demand maintenance, testing, upgrading, and troubleshooting a variety of system Hardware and Software components for all company departments.

Provided in-depth analysis of failed equipment and determined if equipment was repairable in-house or needed to be returned to the corporate vendor for repairs.

Tested incoming newly repaired equipment from vendor to ensure that repairs were properly done. Break Fix Support

Lockheed Martin, Springfield, VA - 11/2001-04/2002

Bench Tester

Bench Tester in charge of applying testing procedures to P.C. equipment for the entire corporation.

Tested hard drives, switch boxes, memory, hardware, and power supplies, for surplus.

Determined if equipment was to be reused according to appropriate procedures.

AT&T P.C. Ware, Logistic Operation Center, Springfield, VA - 11/1999-10/2001

Logistics Specialist

Prepared and delivered customers software and hardware orders for nationwide clientele.

Received orders electronically and scheduled deliveries with customers.

Delivered over 100 pieces of merchandise to 10-15 customers daily.

References Available Upon Request



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